Licensing Improvements
A feature update for Lightspeed Analytics™, CatchOn Edition
The Project:
Lightspeed Analytics™ CatchOn Edition offers users insights into the usage of application licenses they’ve purchased for use by students and teachers.
The vast majority of customer calls fielded by Customer Success Managers were related to adding licenses to applications and then viewing the resulting usage insights.
The Product Manager and I listened to several customer calls, witnessing their confusion and frustration first hand.
Improving Licensing for customers quickly rose to the top of our priority list.
Project Roles: Product Designer
Process:
Work closely with the Project Manager to identify the personas who use Licensing, write problem statements, investigate the current user flow, identify pain points, brainstorm solutions, sketch lo-fi wireframes, validate ideas by getting customer feedback, make a high-fidelity prototype, conduct more testing and iteration, and finally hand off Figma screens to development.
Below are some examples of the process.
Research:
In order to understand the problem from the customer point of view, we sat in on Customer Success calls where we witnessed user’s confusion as they fumbled through a very complicated flow. Using a test account, I then attempted to add licenses to application and view usage insights as if I was a customer. I took detailed notes and kept track of possible solutions along the way.
Below are screenshots and notes I took as I walked through the user flow.
With a solid grasp of the problem and the persona most effected, we wrote a problem statement to keep us focused on what problem we needed to solve.
After walking through the flow, I reviewed my steps and the pain points along the way and brainstormed some solutions.
With some ideas in mind and a solid grasp of the problem, I started making lo-fidelity wireframes to illustrate possible solutions. These lo-fi solutions would be shared with the team and a few customers to get some early feedback.
I shared these lo-fi screens with the team, some stakeholders, and a few customers. Once validated, I moved the ideas to high-fidelity in Figma.
My design team has a standardized process for measuring the impact of feature updates. Before making changes to a product, we send out a User Effort Score survey via Pendo. Recipients rate their ease-of-use of the product in its current state. After updates are released, we send the same survey again to see how the score changed.
Pendo User Effect Score survey
Design:
Updates to the licensing flow touched several areas of the app. I created the high-fidelity screens then annotated them so our contract designer and developers in Europe could review the designs and add comments.
Many small updates were made to the License management page. While working on these designs we were also transitioning to a new design library.
Since we added easier access to the Application profile page, we decided to increase access to Usage trends for that app by adding it here. Previously it was only available on the Licensed app page. A user had to add a fake license to an app in order to see any usage insights. Now usage is much more intuitively findable.
Changes were also made to the Licensed applications page. Mainly, I moved the tab bar containing the most pertinent information on the page higher up to improve find-ability. The name of the page had also caused confusion. It was formerly called “My apps”, a name that did not clearly identify what it contained.
I also made a prototype so the team and testers can click-through the pages to see the updates in action. We received only positive feedback on these changes and they are currently being developed.
Next Steps:
Our development team is currently coding these updates. After they’re released we’re going to gather feedback from customers to make sure the changes made the licensing flow easier as we expect it will. I will also send out the User Effort Score again to measure the success of the updates.